Magnetic North Named in Another Gartner Magic Quadrant
Magnetic North named in Gartner's Magic Quadrant for ‘Customer Engagement Center Workforce Optimization’
Magnetic North has been included in Gartner’s 'Magic Quadrant for Customer Engagement Center Workforce Optimization'. The company was one of only three contact center solution providers to be listed in the industry analyst report and the news comes hot on the heels of the company also being featured in Gartner’s first ever Magic Quadrant for Contact Center as a Service just two months ago.
David Ford, Managing Director of Magnetic North commented: “We are all very excited by our inclusion now in two separate Gartner Magic Quadrants. Being included in this Magic Quadrant for Workforce Optimisation is a huge achievement for us. We believe it validates our significant investments in research and development into sophisticated technologies that greatly optimise the productivity of contact center employees and drives improvement in customer experience.”
Magnetic North is an established quality monitoring vendor which recently branched further into Workforce Mangement, meriting inclusion in this Magic Quadrant for the first time. Magnetic North’s Workforce Management tools include the ability to score, grade and coach employees whilst offering advanced dashboards and screen recording.
Customers who use the Magnetic North Workforce Management toolsare also able to build upon historical information captured to forecast future demand, build agent schedules, monitor adherence, plan to meet service levels based upon expected demand as well as schedule holidays and automated training (an agent’s low scores automatically triggers scheduled online training packages based on the identified areas of weakness).
Customers can effectively build any workflows they want through the flexible Workflow Interface as part of the Cloud Contact Center platform. The software also allows customers to build very flexible models around agent scoring and feedback and to integrate 3rd party business systems, with off the shelf integrations to both MS Dynamics and Salesforce.com
In November 2015, Magnetic North was acquired by West Corporation, a global provider of communication and network infrastructure solutions. The strong backing from its new parent company will allow Magnetic North to focus on continued investment in product and solution development with a view to further enhance its position in future Quadrants and to be at the forefront of the industry.